I recently purchased a handbag from Polène, and unfortunately, my experience was quite disappointing. The bag itself is beautiful, and delivery was impressively fast, which shows the brand’s efficiency in logistics. However, the pouch bag (the small wallet that comes inside) arrived defective — something that should never happen with a brand that presents itself as high-end and premium.I believe that all Polène products should go through a more thorough quality control process. For a brand that relies heavily on online sales, especially in countries without physical stores like Portugal, ensuring flawless quality is essential. It’s already frustrating not being able to see the product in person, but receiving it damaged makes the experience even worse.Furthermore, the customer service has been inconsistent and slow. At first, the team asked whether I wanted to return only the pouch or the entire bag, and I was given that option. Once I chose to return just the pouch, they changed their position and said it wasn’t possible — that I would need to return everything. I refused, especially after reading multiple accounts of people who waited weeks without their product or refund.On top of that, it takes them about a day to reply to each email, which makes the whole process unnecessarily long and frustrating.Overall, I do not recommend Polène and wouldn’t purchase again. For a brand that positions itself as premium, Polène falls short in both quality and service, despite the fast delivery being a small positive point.
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